Technical Support Customer Service
Resume:
DARIUS PEACE
ad7i4s@r.postjobfree.com
OBJECTIVE
Obtain a specialist position in the technology industry which will afford me the opportunity to utilize my expertise in supporting computer hardware and software, network protocols, to resolve technologic concerns for various stakeholders.
PROFESSIONAL EXPERIENCE
Computer Hardware\Software Computer Repair, Printers, Customer Service, TCP/IP, Switches, Phones, Network Administration, Active Directory, and HTML, HDI Certified, Security+ Certified.
GDIT\FERC – Washington, DC -Falls Church VA
Providing technical support to end-users in a production-driven environment with minimal supervision.
Installing, configuring, maintaining, and repairing pc hardware and software, production and end-user printers, barcode scanners, handheld computer terminals, and dimensioning devices
Assisted with upgrading, repair, and migration of desktop equipment and associated peripheral devices.
Provided a high level of technical support and customer service, to the end-user, in person or over the phone.
Accurately enter data into a variety of computer systems (infra and active directory) for the purpose of tracking computer equipment and/or software.
Provided timely resolutions to support requests to ensure personal goals are met.
Experience of working with active directory, creating new users and groups, deleting, and disabling of user’s accounts, password resets, granting and or modifying user and file and share level permissions.
Follows defined policies and procedures to manage workflow, including escalation of tickets, utilizes all available resources and tools to promptly and accurately identify resolutions.
Monitor tickets in multiple queues to facilitate the processing of all customer support requests examines personal queues to prioritize and complete work to meet or exceed response and resolution targets.
World Bank Tier 2 Support Technical
April 10, 2023 – September 18, 2023
40 Hours/Week, $34.50/Hour
World Bank - Washington, DC
■Provide technical support to WBG end-user desktops, laptops with docking stations and mobile devices.
■Perform Windows 10 – 11 Windows migration to all World Bank end-users.
■Supporting various Bank-standard software and hardware issues such as computer viruses, network login and connectivity issues
■Respond to client help requests by diagnosing problems and identifying the proper resolution or find resources to solve the problem.
■Complete tickets, incidents, generic request, collection task, coordination task and knowledgebase articles through ServiceNow
■Provide support for meetings and presentations, including video conferences/in-room systems, virtual and hybrid meetings.
■Provide support to: Tier 1 – 3 clients personal devices, YubiKey’s, M365 applications (Outlook, OneDrive, Teams, etc.)
■Follow administrative guidelines associated with maintaining high quality IT support, including asset management related tasks Attend to issues with Bank-owned and personal mobile devices (iOS and Android) which are connected to WBG's corporate Email infrastructure.
Tier 2 Support Technician Tier 2 Support Technician
September 10, 2018 - October 6, 2023
40 Hours/Week, $25/Hour
Office of the Chief Technology Officer (OCTO) - Washington, DC
■Performs password reset for users in Azure Active Directory
■Sets up multi-factor authentication through Azure Active Directory
■Works with R&D team on PowerShell scripts for Azure AD and provisioning package
■Images all devices with Intune Enrolled
■Performs building walkthroughs to notate and troubleshoot room issues.
■Provides on-site training for new technicians.
■Collaborates with supervisor to create goals for the team.
■Hosts staff check-ins to communicate daily expectations and priorities.
■Establishes and implements procedures for responding to inquiries and correspondences in a timely manner.
■Checks for connectivity issues on laptops and installs software for PARCC Test
■Supervises the response time and closure of technology tickets via Service-Now
■Implements a cycle of observation and feedback while onboarding new technicians.
■Resolves network issues throughout the schools.
■Performs group membership and account management in Active Directory
■Installs network printing devices and local printing devices remotely for end users.
■Applies software to end users remotely.
■Connects with DC government, DCPS staff, parents, and students via in-person and remote support.
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